Specialist, WFM Administration (01V3W)

Quezon City, Metro Manila, National Capital, Philippines PH

POSITION SUMMARY
 
To carry out processing of IVR Correction logs; TeleTech Service Desk tickets; TextBlast; Weather and Contingency monitoring and reporting and other related data in an accurate, timely and professional manner.
 
DUTIES & RESPONSIBILITIES
 
 
  • System Maintenance: Maintain accurate data in reporting and tracking systems such as Center Point, Oracle HRMS, Kronos, eWFM, and CMS Supervisor.
  • Training: Assist with training of new GWFM Absence Line employees.They should attend other training sessions to increase their knowledge and understanding of call centre fundamentals, telephony concepts, reporting, RTM etc.
  • Systems Knowledge: Actively maintain and continuously improve knowledge of all relevant procedures and systems including a strong grasp of Excel, call centre statistics and telephony concepts.
  • Time Management: Prioritize and manage tasks to ensure they are completed within set time frames and responsibilities are carried out in an efficient manner.
  • Special Projects: Undertake special projects that are frequently assigned in a timely and complete manner.
  • Vision and Initiative: Strive for continuous improvement on a personal, departmental and company level. Support TeleTech’s Values, vision and business objectives in both words and actions and contribute positively to the maintenance and development of these goals. Are able to create work instructions by using vision and initiative.
  • Adheres to all company values, policies and procedures, and ensures TeleTech’s policies and procedures are administered honestly, consistently, and with sound judgment.
 

 

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